Titlebook: Customer Retention in the Automotive Industry; Quality, Satisfactio Michael D. Johnson (Professor of Marketing, Member Book 1997 Betriebswi

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The Complex Relationship between Customer Satisfaction and Loyalty for Automobiles,rease in the impact of satisfaction on loyalty at a relatively high level of satisfaction which subsequently decreases, or levels off, at an extreme level of satisfaction. An empirical study is reported which supports these predictions as well as the arguments on which they are based.

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Customer Retention in the Automotive Industry - An Economic Analysis,on problems on customer retention in the automotive industry. We are able to show from an economic point of view that customer retention can be explained as a rational buyer behavior, since a long-term relationship generally helps to reduce agency costs if some type of contingent contract with the seller can be established.

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gement transfonnation. In an evolutionary fashion, industry attention has progressed from a focus on internal quality, to external perceptions of customer satisfaction, to subsequent customer retention and profitability. More transfonnational is the change in the way automotive companies operate and

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https://doi.org/10.1007/978-1-349-05330-8theless this concept has its limits. In this article we suggest the extension of the QFD approach on the base of customer values and benefits. To explain the main idea we applicate the new concept to passenger cars.

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https://doi.org/10.1007/978-1-349-05330-8y to the after sales sector but as a concept that must extend to all activities within the company. With reference to brand management, product development and customer service management, the authors illustrate the practical implications of this integrated concept.

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A Different Look at Artificial Intelligencen overview about the structure of this well developed and comprehensive instrument for customer satisfaction management. Furthermore we show, how the results of the data analysis are presented to the dealers.

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